Dispatcher

Dispatch Manager

The Dispatch Manager is responsible for dispatching all calls in the most efficient way possible within the required KPIs. They are responsible for making sure all related customer requirements are met and that they facilitate and foster strong relationships with customers, ensuring repeat business. Dispatch Managers are responsible for all open service orders for their region.

Duties and Responsibilities

Service Technicians:

• Show genuine care and support
• Ensure time is given for recertifications.
• When things come up that Technicians are missing (examples: paperwork, checking in and out, returning warranty parts and cores), it is non-negotiable that a verbal conversation is had with the individual along with a follow-up email when necessary. Do not send out general emails to all with criticism. Each technician needs to be addressed individually and in the moment.
• Involve the Regional Service Manager when you see repeated problems from technicians.

Dispatch all Service Technicians as efficiently as possible:

• The expectation is to complete all calls within 24 hours.
• Ensure that the customer's expectations for response and resolution times have been exceeded or met. Have them work extra hours if needed. Reach out for help from your peers (other Dispatch Managers) when needed.

Manage ETA's:

• Turn in a completed ETA report weekly. The regional service manager will must sign off prior to it being turned in.
• Proactively communicate internally with the Service Operations Manager and Customer Service if you anticipate an ETA cannot be met.
• Proactively communicate with the Customer directly if an ETA cannot be met.

Focus on route optimization.

• Do everything possible to prevent and avoid a return trip. Ensure that all technicians understand that they need to call the Regional Service Manager before marking a work order as return.
• Ensure that service orders we cannot complete in one trip get to the next department immediately.
• Cover returns for the regional service manager when they are off. Make sure technicians call you before putting a call in return. If you need help, please reach out to another regional service manager.

Keep track of your metrics and monitor the goal of responding to all service orders within 24 hours:

• Report this metric on Tuesdays during the meeting and through email to your regional service manager and service management on Thursdays.
• Include a report on the 5 service orders with the longest response time.

Manage all Open Calls in your Region:

• You will be sent a weekly open service order report. A note must be made on every service order that has been open for longer than 2 weeks. The regional service manager must sign off prior to it being turned in.
• Your team is responsible for every call that is not completed. Open calls need to be monitored daily and have a plan of resolution.
• If service orders are open for your area, what is the next step? Note it in the service order. What are you doing to try to actively solve the problem?

All required forms must be sent with the original call.

Ensure that all specific Customer requirements are met:

• This includes such things as checking in and out, using customer apps, etc.

If we owe warranty parts or cores back, make sure they get turned in the next day the tech is in the office or weekly for remote Technicians:

• Remote technicians should have a particular day each week to return parts, and a packing slip must be filled out and forwarded to you that day. This packing slip must be reconciled with what is open on the PIT board (if the service order is in a different status, notes must be made).
• If local technicians are turning in parts, the same procedure above should be followed.
• You are responsible for the PIT board for your region.

Run NOV (Notice of Violation) calls ASAP, so that if bids are required, we have the time to properly complete the work.

Communicate with other departments as to what may be coming.

Ensure that all Technicians follow safety protocols to the best of your ability:

• Maintain a safety culture.
• Make sure that Technicians have and wear the required PPE (found in the safety handbook).

Ensure that all vehicles are clean, organized and well-maintained:

• You are responsible for making sure the technicians do their vehicle inspections weekly (on Mondays).
• You can hold calls from a technician so that they can clean their van, get an oil change, etc. Work with the Regional Service Manager as necessary.

Hold non-productive time to a minimum:

• Technicians should only have non-productive time for training (follow guidelines) and not more than ½ hour to pick up parts and not more than one hour for standard vehicle maintenance.
• Work with the Regional Service Manager as necessary.

Schedule technicians as needed for bid construction jobs:

• Make sure that all paperwork is completed.

Cover moving service orders from TWC to BIL or PIT for the regional service manager while they are off.

Perform other additional duties as assigned and/or needed.